Help Desk Analyst II

Job Description

Work Environment

This is a full-time in-person role requiring local travel and occasional evening and weekend hours as job duties demand. Candidates must have reliable transportation and the ability to drive to remote job sites and offices in Southern Wyoming, Northern Colorado, and the Denver Metro Region up to 40%.

Essential Functions

•Provide exceptional customer service to local and remote users through efficient and effective IT solutions.

•Day-to-day administration and maintenance of the various technical systems.

•Follow standard help desk procedures; log interactions; redirect or escalate problems to appropriate resources as needed; identify and escalate situations requiring urgent attention.

•Assist the IT department when major disasters or major infrastructure changes occur, often by functioning as a Communication Command Center.

•Functions as primary technical contact for all hardware problems.

•Install, configure, and troubleshoot computer hardware, software, systems, networks, phones, mobile devices, printers, scanners

•Recommend and schedule repairs, via vendors or hands-on.

•Set up and provide regular support to remove sites.

•Maintain proper inventory levels.

•Training users on desktop applications like MS Office (Word, Excel, PowerPoint, etc.), and business-related applications.

•Create and update technical documentation as needed.

Requirements

Education and Qualifications:

•3-5 years of work experience in an IT support role

•Coursework in Information Systems, Computer Science, or another technical related field. Relevant experience may substitute for coursework.

•Certification in ITIL, A+, N+, and S+ is considered an asset

•Self-starter with the ability to take initiative to recognize problems and resolve issues independently

•Interest in gaining experience providing support for enterprise technology department

•Reliable transportation to and from the work location every day

•Current driver’s license, valid for the past consecutive 12 months

•Understanding of PC hardware with the ability to perform upgrades

•Experience Supporting Windows operating systems (Windows 10 & 11/Windows Server) and Microsoft Office 365

•Experience with network hardware (firewalls, routers, etc.)

•Ability to present ideas in business-friendly and user-friendly language

•Solid analytical, organization, and prioritization skillsAndroid Development, Mac Computers, Microsoft, Active Directory, Computer Hardware, Configuration Management, Windows 11, Microsoft Office Suites